Package Descriptions

This document describes the various WordPress VIP product and service offerings as referenced in our order forms and other customer service contracts.

Hosting and Support Services

The table below explains which features are included in our Standard, Enhanced and Signature Packages for WordPress VIP hosting and support services. Expand each feature for definitions and to learn more.

Standard

Enhanced

Signature


High Performance Enterprise Platform

Access to a highly scalable, highly secure and high performance WordPress infrastructure and underlying platform.

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Integrated Content Analytics

Access to both the Parse.ly Content Helper and Content Analytics Dashboard.

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Managed Updates to WordPress, PHP, and Other Components

Regular updates of all platform components and core services to ensure software remains secure and up-to-date.

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Containerized Environment

Isolated environment via containerization to ensure other customers or environments do not impact the performance of a site.

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Global Infrastructure

High performance across the world powered by 28 points of presence.

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Dynamic Autoscaling

Automatic provisioning of new resources as needed to ensure peak performance on your busiest day and everyday.

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Integrated Content Delivery Network (CDN)

Caching of content at the edge to deliver fast TTFB and performance.

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Flexible Architecture, Single-Stack, Headless or Hybrid

Out-of-the-box support for single-stack, headless, and hybrid architectures from a single solution.

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Content Analytics: Real-Time Analytics

Immediate (every 5 seconds) access to new data within the Parse.ly dashboard.

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Content Analytics: Reporting on 30+ Audience-Centric Metrics

Reporting on key metrics including page views, visitors, engaged time, etc.

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Content Analytics:  13-Months of Historical Data

Access to 13 months of data for historical analysis.

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Content Analytics:  Marketing Campaign Tracking

Ability to tie views, engagement, conversions, etc. to specific marketing campaigns for purposes of attribution.

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Content Analytics:  Cross-channel Reporting and Mobile SDK

Ability to measure content engagement on various channels including mobile apps via use of a software development kit (SDK).

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Content Analytics: Conversions Reporting

Reporting of key conversion events such as purchases, clicks, form fills, newsletter signups or other similar events.

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Content Analytics:  Audience Segmentation

Ability to drill down and limit reporting of key metrics of content performance to specific audience segments.

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Jetpack AI Assistant

An out-of-the-box content block directly in the Block Editor where you can automatically generate, revise and optimize text using AI.

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Integrated Code Repository

Support for development workflows from development to production.

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Production and Staging Environments

Access to a fixed number of additional environments for development, testing, and qa as needed.

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Local Development Environment

Support for local sandbox environments for development and testing with capability to pull down production content for testing with the latest updates whenever you need.

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Management Dashboard Built for Scale

Central dashboard to manage all your sites, domains, user access, authorized IPs, authentication and security, certificates, environment settings, and more.

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Integrated Certificate Management and Renewal

Automated management of certificates include certificate renewal.

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Command Line Interface (CLI) for Large-Scale System Management

Command line interface to manage and automate common administrative and other tasks.

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Efficient Multisite Management

Tools for visibility, deployment and management of WordPress multisites.

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Hourly Backups

Backups provided on an hourly basis.

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Multifaceted Industry-leading Security

Multiple layers of security protection at the edge, network, data and application level to meet highly demanding security requirements.

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Advanced Access Controls

Granular controls to limit permissions and resources to only those employees or contractors that need them.

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Single Sign-On (SSO)

Integration with single sign-on providers to integrate with your existing organizational SSO infrastructure.

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DDoS mitigation

Built-in technology to identify and mitigate distributed denial of service attacks before they impact your site’s performance.

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Plugin and Theme Vulnerability Scanning with automated plugin upgrade workflow

Automatic scanning of plugins and themes both at deployment time and on an ongoing basis using our proprietary WPScan technology.

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Integrated Enterprise Search

Fast, customizable results for site search, with support for complex query aggregations such as personalization.

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Block Data API

API to enable retrieval of data contained in blocks in JSON form without unnecessary markup.

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Application Performance Management (APM)

Integrated monitoring of application performance and debugging capabilities to identify issues.

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Log Shipping

Automatically save logs to an external Amazon Web Services S3 bucket at 5-minute intervals which are then available for storage, processing, or analysis.

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Concierge Onboarding

Structured onboarding process to ensure you are set up for success.

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24 x 7 Support

Round-the-clock support in all time zones within issue-severity defined SLAs.

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Urgent ticket response time SLA

60 minutes

30 minutes

15 minutes


Non-urgent ticket response time SLA

24 hours

12 hours

4 hours


Uptime SLA

99.95%

99.99%

99.99%


Multisite Support

Support for WordPress Multisite environments consisting of a network of sites sharing a single code base.

Up to 5 sites

Up to 1000 sites

Up to 1000 sites


Additional Non-production Environments for Development, Testing, and QA

Support for local sandbox environments for development and testing with capability to pull down production content for testing with the latest updates whenever you need.

Up to 2

Up to 3

Up to 4


Number of Tracked Sites for Content Analytics

2

2

2


Number of Content Analytics dashboard users

15

15

15


APM Browser Monitoring

Measurement of speed and performance as end users navigate to your site through different web browsers, devices, operating systems, and networks.

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APM Synthetics Monitoring

Ability to create synthetic tests to simulate global traffic, measure uptime of endpoints, and resolve availability issues—all in pre-production before any customer impact.

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Debugging

Support to help find, isolate and resolve issues in your application code.

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Database Backup Shipping

Ship backups at regular intervals to an AWS S3 bucket.

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GitHub Codespaces

Cloud development environments with GitHub Codespaces. Empowers developers to easily code from any device without having to install or configure software.

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Failover for Disaster Recovery

A hot database replica in a different geographical data center that can be rapidly brought into service to handle traffic in the event of a disaster.

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Application Downtime Monitoring

Monitor your application to identify downtime, inform you of event and support your team through appropriate response.

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Technical Account Management
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Specialized, Proactive Support Resources
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Additional Communication via Slack and P2
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Parse.ly Analytics Services

See detailed definitions of Parse.ly analytics services below.

Integrated Basic Content Analytics (Parse.ly Content Helper)

The Parse.ly Content Helper (PCH) brings data about your content into WordPress Admin. The PCH helps you make authoring decisions by adding content performance context to the place where you draft and edit. It is included in the WordPress VIP Platform. 


Parse.ly Content Analytics Dashboard

The Parse.ly Content Analytics Dashboard allows users to measure content performance and improve content strategy on the Monitored Domains and Applications. The dashboard includes content metadata (e.g. title, tags, author, and more) and content performance metrics (e.g. page views, engaged time, visitors, and more). 


Content Performance Package

The Content Performance Package includes the Parse.ly Content Analytics Dashboard and the following features:

  • Guided integration with support from the Parse.ly integration team
  • Metadata extraction
  • Content performance metrics

Content Value Package

The Content Value Package includes everything in the base Content Performance Package and adds the following features: 

  • Conversions and Attribution Reporting 
  • Audience Segmentation 

Content Advocacy Package

The Content Advocacy Package includes everything in the Content Value Package and adds the following features: 

  • Geographic Segmentation 
  • Video Tracking 

Parse.ly Content API

The Parse.ly Content API allows Customers to serve content recommendations on their websites and export aggregated content data from Parse.ly to the Customer’s internal tools. It includes a Site ID (API Key) for your website and corresponding secret parameter and access to the Parse.ly API Endpoint. 


Parse.ly Data Pipeline

The Parse.ly Data Pipeline allows Customers to stream real-time user interaction data to their internal tools via standard AWS APIs (S3 for historical data and Amazon Kinesis Streams for real-time data).


Professional Services

Launch Day Services

A Technical Account Manager (TAM) will provide detailed launch guidance and advice on best practices and planning for a smooth go-live day on WordPress VIP. Your TAM will also be available for live chat support on launch day.


Migration Services

In addition to Launch Day Services, our expert staff will provide added support to your development team as you migrate your WordPress sites to WordPress VIP including assistance with content, media, database, and code imports. Additionally, we will provide guidance on site redirects and quality assurance testing to make sure everything is ready for go-live. Migrations are more predictable and more likely to be delivered on time with our Migration Services.


Performance Evaluation

The WordPress VIP Team will assess customer needs and goals related to performance, conduct performance testing and identify opportunities for the customer to improve the performance of its WordPress VIP hosted website. The deliverable for the engagement will be a performance report, engineering analysis and detailed action plan that includes specific ordered technical steps designed to empower the customer to accomplish their stated goals. The total engagement shall not exceed one month in length.


Architectural Consulting Services

The WordPress VIP Team will assess customer needs and goals for one or more agreed upon topics concerning customer’s application architecture. WordPress VIP will conduct research and discovery on the topic(s) in collaboration with the customer, and deliver relevant recommendations to the customer including technology selections, architectural plans, and product requirements, as appropriate. The deliverables for each engagement will include an executive summary of findings and insights, a technical report, and an action plan for recommended engineering work or technology implementation. Each engagement shall take approximately six weeks unless otherwise agreed upon.


Training

The WordPress VIP team will work with you to up-skill your engineering team through virtual or on-site training workshops. We have training modules on a range of technical topics such as WordPress best practices, theme development, the WordPress block editor, REST API, GitHub/WordPress VIP platform workflow and more.


High Traffic Event Planning

An experienced WordPress engineer and technical account manager will help you prepare your applications to better stand up to the heightened demands associated with high-traffic events and the unique behaviors that surface during critical moments. The service includes load testing, deep application-level analysis, and recommendations for improvement, where applicable.

If recommendations surface that are critical to successfully navigating a high-traffic event, WordPress VIP will provide guidance on strategy and best practices for your implementation of those recommendations and conduct a follow-up assessment to evaluate progress.

WordPress VIP will provide the following deliverables as part of this service:

  • An engagement planning document–including timelines, deliverables, and anticipated outcomes.
  • A technical report including various performance-related data, load test results, observations, detailed analysis, and (if applicable) engineering-backed recommendations to prepare for the high-traffic event. 
  • A follow-up report that evaluates performance of your application before and after the recommendations made by WordPress VIP.
  • A post-event recap report that summarizes how the high-traffic event went with any recommended follow-up actions.

Customers can also upgrade the service for an additional fee to include real-time coverage of the event from WordPress VIP staff


Content Consulting

This service provides expert analysis of your content, identifying performance trends and offering strategic recommendations to improve content strategy and distribution. The service offering is structured, but has flexibility. The base offering takes two to three weeks to deliver, is an analysis of 20,000 articles, and uses Parse.ly data as the source of information. 


Request a WordPress VIP demo

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